Extremely inflexible service and zero service recovery. ​I had a very disappointing experience at the KOI Khatib outlet today. I ordered two Jasmine Green Teas but realized within 2 minutes of payment that I had forgotten to add a topping to one of them. ​I immediately approached the staff and offered to pay the top-up price to have the topping added. I was told they couldn't do it because the drinks were "already made." Considering it had only been two minutes and I was willing to pay the difference, the complete lack of flexibility was surprising. ​Since a 0% sugar Jasmine Green Tea is incredibly bitter without toppings, I told the staff to just throw it away and I would order a new one. Instead of trying to help or manage the situation better to avoid waste, the staff member just said "Ok" and waited for me to pay for a second drink. ​Very poor attitude and a total lack of common sense. Disappointing to see such indifference toward customer satisfaction and food waste.

I ordered a cup of KOI through Grab Self Pick-Up at around 11:00am and went down to collect my order. Unfortunately, I had a disappointing experience with one of the staff members. The staff appeared unfriendly and did not acknowledge my presence while I was waiting. Even if she was a trainee, customer service is very important. She was mumbling under her mask, making it difficult to understand her, and seemed unhappy to assist customers or take orders. As a customer, this made the collection process unpleasant and left me with a poor impression of the service. I hope KOI can provide better customer service training and guidance to ensure customers have a more positive experience in the future.

Ordered large low fat peach oolong milk tea but no peach taste. This has happened a few times whenever I place order for peach milk tea, be it low fat or regular peach milk tea. Standard really dropped a lot. Please do something about it. Thanks to this, highly unlikely won’t be coming back to order anymore. $6.80 per cup with golden pearls for this drink and yet taste utterly disgusting without the peach is really a waste of money if I do not get to enjoy my drink.

I ordered Wildflower Honey Lemon Lime Green Tea (Large) with 70% Honey, but the moment I drank it, I could only taste Lemon Lime Green Tea. There is zero Wildflower Honey taste! It is just plain and pure sourness in this drink. I know how the drink normally taste like as it is one of my favorite drinks at Koi, but this is beyond unacceptable! And I paid $6.50 for this drink because I want the honey taste in the drink. “Scam” is the only word I can use to describe this experience for being served with a totally different drink that is not worth the price. Ridiculous and unacceptable standard for this outlet.

Koi at heartland khatib omg best thing ever?! Tried the new Pink Guava Green Tea and nope its not worth it…. Its made out of some canned pink guava and taste kinda not underwhelming. Just stick to the usual milk tea!!!! Koi pearls are still the best!